Hollywood news" because of her "unrivalled network of high-level industry contacts. Since launching her Deadline Hollywood Daily site three years ago, she has earned a reputation as the best connected reporter in the industry." The New York Times wrote that the screenwriters’ strike “solidified her position as a Hollywood power broker. Executive producers, writers and agents attest to her influence." The New York Observer named her its "Media Mensch Of The Year” and said “she’s demonstrated that one determined reporter — with none of the support or backing of a media outfit, but also none of the entangling alliances — can, in fact, beat the big guys at their own game.” And Elle magazine, before placing her on its 25 most influential women in Hollywood list, wrote, "Out West, where movies, moguls, and millions are made, Nikki Finke is the sheriff in town. From her perch as the LA Weekly "Deadline Hollywood" columnist and queen of DeadlineHollywoodDaily.com, she has been going after the juicy business dramas of film [and television] moguls and agents."
Nikki Finke has been the “Deadline Hollywood” columnist for LA Weekly since 2002, writing about the business, politics and culture of the infotainment industry. Together, her print column and her Deadline HollywoodDaily.com have won first place in almost every major entertainment journalism contest, both print and online, including the Southern California Journalism Awards' Entertainment Journalist Of The Year and a multiple winner of the National Entertainment Journalism Awards in which she swept every online category.
The insatiable appetite for the latest entertainment news and increased fascination with everything Hollywood are both a worldwide phenomenon, making MMC's global digital reach a perfect platform to scale the impact of Nikki Finke's singular editorial voice. Within the first 90 days, DHD will become bicoastal with the hiring of a New York City-based senior journalist who will report to Finke. The addition of DHD to MMC's expanding portfolio of lifestyle brands strengthens the company's position as an important player in the entertainment space. With more than 10 million unique visitors per month prior to this acquisition, MMC will continue its rapid growth as one of the most dynamic companies to watch in the digital media arena.
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Track 7 of The Plan Remaster Sometimes I feel I live like a prisoner But I don't know If this really is pressure Surprise you win I'm lost as screamers roll in Sometimes I feel Like leaving this room I'm in Faded film people dropping words About the real things to say ? (Not "Someone pulls me deeper", as in CD booklet) And tells me who I will be if I stay A clever machine writes pretty words For pretty boys To sing to us all We're all so grateful My face you cry And I show my darker side The night is yours And I just switch off and hide Cafe and sin The wine's not to my liking My face you cry Oh my didn't I say come in? Frown (.

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As usual. Here's what I wrote so far for those who give a damn:

DEATH NOTE
HOW TO USE IT I

- The human whose name is written in this note shall die

- This note will not take effect unless the writer has the person's face in their mind when writing his/her name. Therefore, people sharing the same name will not be affected.

- If the cause of death is written within 40 seconds of writing the person's name, it will happen.

- If the cause of death is not specified, the person will simply die of a heart attack.

- After writing the cause of death, details of the death should be written in the next 6 minutes and 40 seconds

As the shinigami wrote the last letter, it scratched its head.
"Eh, do we really have to write this? Humans should figure it out by themselves or something."
"What if they write their own names in it, you idiot?"
"Who cares, just hope your luck is good enough to get a good human. Hahaha."
"Let's hurry it up, I'm getting bored here."
"Yeah, yeah."
Each shinigami threw their Death Notes into an orb picturing a city. As they sat around the orb, they stared silently, waiting for the battle to begin.





"So... Shiki... How about we have some fun after dinner?"
Her seductive fingers ran down the side of his shoulder as she leaned in closer to him. Taking a bite out of his cake, he smiled serenely.

"Shiki! Oh, Shiki!"
The woman grabbed at the man's broad shoulders as she felt waves of pleasure with each thrust. She let out a shriek as she reached her limit. Her arms fell to her sides as the man pulled out, leaking out . She was breathing heavily as her body was still recovering from the immense stimulation she felt. The man threw a blanket over the exhausted woman as she fell asleep.
"Heh, you have a way with woman, eh?"
Behind the man, another man with a bare-chested body appeared wearing only a pair of black pants. Along with his original skin, skins of various other colours were stitched onto his body giving him an inhuman look. His feathered black hair and smirking face were the only thing normal about him.
"I don't need your opinion about my sex life, shinigami. And do you mind not watching while I'm doing it? Really kills the mood for me." He put on his clothes as he looked away from the shinigami. "Took me everything I had to keep myself from destroying my reputation. So if you would be so kind as to stay outside the room, I'd appreciate it."
"Come on, Shiki, you always make it look so good."
Shiki straightened his collar and began to walk to the door. As he grabbed the handle, he turned his head and looked at the shinigami's eyes.
"Yeah, I guess I do."



As they left the hotel, the shinigami looks at the night sky.
"Who would've thought the human world would've been filled with so many pleasures. The food, the entertainment, the women, you sure have it good here." He gave a laugh as Shiki stayed silent.
"Oh, come now. Not talking to me just because I was watching?" He ran backwards to the front of Shiki. He looked at his face noticing his subtle movements of his head. He stretched his head forward to look closer.
His black hair was messy and stretched down to the top of his shoulders. He pushed up the rimless glasses on his narrow face as he tilted his head to the left again.
"Eh, you feeling itchy or something?" He looked over his shoulder, noticing a man following him. He had a black notebook in his left hand and a pen in the other. He was hiding behind poles and sprinted from alley to alley. But his eyes didn't waver one bit as he kept his gaze at Shiki.
"Looks like you got a fan. I see you have your ways with men too, eh?" He let out another laugh but then his face turned cold. "Eliminate him Shiki, he's a nuisance. Following us for the past few days. Lucky for me, you're not stupid enough to give away your real name too easily." He smiled, "Use that intellect of yours to kill him, Shiki. Shouldn't be too hard." As he laughed again, Shiki let out a small sigh.
Turning a corner, Shiki pressed his body against the wall and took out a knife. The shinigami sneered at him. The man stood still in one spot and began to run towards the corner. Shiki tightened his grip on the knife as he crouched down, preparing for an attack. As the man turned the corner, Shiki dashed forward several metres in a blink of an eye. He was too fast for the man to notice as he tried to back away, but it was useless.
Shiki's profession was that of trained assassin. He was specialized with a simple knife and could easily kill or render useless any limb of his victim. Before recieving the Death Note, he relied on his own skills to kill off his targets. But after picking it up, it become much easier for his job. However, he still kept training his skills so they don't deteriorate. He cut several tendons in the man's left arm and legs within seconds then took the black notebook from his hand. The man turned around in disbelief and screamed in pain as he felt his muscles betray him.
"What's your name?" said the bored Shiki. He flipped to the end of the book to see his fake name written dozens of times. "Heh, I guess you wanted to know why I didn't die." He grabbed the man's head and directed it to his own face.
"Shiki is only a fake name, in fact, I don't even remember my real name. Sucks to be you, doesn't it?"
Behind the man, was the appearance of another shinigami. This time, sporting a skull with pieces of rotten flesh attached to it.
"W-wait! Please don't kill me yet!"
Just as Shiki raised his knife, the man pleaded for his life. He seen this happen many times during his career as an assassin, but such acts were seen disgraceful by his eyes. The only times he didn't kill his target were when he was told not to or when he found it beneficial to his own plans.
"Fine, then quickly tell me. Do you know any other Death Note users other than me?" Shiki wanted to finish this little façade before anyone came and noticed him. Grabbing the hilt of his knife, he gently pressed the blade against the man's neck. Blood trickled down the side of the weapon that was gonna kill him, firming his resolve to tell him what he knew.
"N-no! I-" The man was cut off as Shiki covered his mouth with his entire hand.
"Shut up, someone's coming." He grabbed the man's body and dragged him into an alleyway. The city was littered with them, giving many options for Shiki. Choosing one with a dumpster and garbage cans, he dragged the man and hid him away from view. Still covering his mouth, he peeked over the corner. A man holding a gun with both his hands walked down the street alone.
"A police officer?" Shiki thought to himself. This was one of the worst situations he could be in. He should've just killed his target and throw him in the dumpster, but it was too late for that. Using his elbow, he knocked the man out without any noise. It was quick and effective, another skill he learned in his trade as an assassin.
Shiki knew there was a chance the man could call the police officer for help, but he could just kill both the woman and the man if needed. However, he didn't want to risk leaving too much evidence for the police to track him down so he cast aside the idea. Knocking him out and bringing him to his hideout was the best plan. However, dealing with the police officer himself posed another problem.
The alleyway stretches for quite sometime to the other side of the block. Despite his strength, carrying him and making little noise was going to be troublesome. Anyone with good hearing could notice the sound of his running footsteps. There was also a chance that on the other side might be another person taking a walk down the street. The time it takes to travel silently down the alleyway is enough time for anyone to pass by it, noticing a limp body carried by him.
Shiki twirled the knife in his hand, a habit of his he does all the time when he's thinking. Taking out the police officer using force is another idea, but there would be a slight chance of someone that sees him committing the act. Hiding in the dumpster and trash cans would cause too much noise, accounting the distance the police officer is from his alleyway. There wasn't enough coverage from the trash cans and dumpster for both people.
As the the officer came closer and closer, Shiki placed the man's arm over his shoulders and walked out of the alleyway. The police officer immediately shined his flashlight onto Shiki.
"Hey, you! Why are you carrying that man?"
Shiki gave a hiccup and a chuckle, "Nothin' officer, just havin' a night's out drinkin'." He gave a drunken laugh while his face grew red. "What a light drinker, just five an' he topple over like a stack of papers! Hah!"
"Mmm, well, make sure you watch out for any cars. By the way, have you heard a scream a little while ago?" asked the police officer in disbelief.
Shiki smiled, "No, sir, might've probably been me laughin' pretty loudly. Hakakaka..."
Giving a rough laugh, Shiki began to stumble a little but regained his composure. The police officer took his flashlight's shine off them, shaking his head while sighing.
"Well, make sure you get home safe. There has been news that there's a serial killer around this part of the city. Just now, there was another killing."
Shiki eyes narrowed, "Really, officer? Hahaha, well, was it some shootin', stabbin', what?"
"That's the weird thing, actually," he made a gesture with his free hand as if holding a plate of food. "There was no signs of assault on the man's body. Looks like he just collapsed from a heart attack or something."
"That's pretty bad, officer. My luck to you that you catch that damned killa."
The police officer turned and started to walk in the other direction with his flashlight out. "Thanks, make sure you get home safely. Also make sure that your friend there doesn't drink too much anymore."
"Thanks, officer!" He replied with a happy tone.



Shiki tossed the man's limp body onto a wooden chair and tied his arms and legs up to it.
"Shiki, Shiki, Shiki. Hah, that was a class act. Bravo." The shinigami clapped his hands as he laughed.
"Who would've thought that that officer would be stupid enough to believe me," replied Shiki as he tightened the knots on the man's ropes.
"Heh, and looks like you got some valuable information. Another Death Note user in the city killing innocent people and I didn't notice? Hahahahaha!"
Shiki rubbed his chin with the side of his forefinger. "He said a killing just happened not too long ago so unless this guy knows how to use the Death Note to its fullest extent, we have another enemy."
"Just comin' at you like flies, Shiki, heh."
Shiki put some mushy food and water in seperate bowls beside the man on a wooden table. He expected him to just use his mouth to eat as he didn't want him to do anything suspicious while he was asleep or somewhere else. He turned off the lights in the room, leaving only the moonlight shining through the barred window to brighten it.
The room itself was nothing but stone wall and ground. It was an interrogation chamber made by Shiki to extract any info he might need. The barred window is sound proof and the walls are a metre thick, making noise almost impenetrable unless you put your ear against the wall. There was also a disposal machine hidden in the wall to get rid of any evidence.
As he ascended the stairs, he quietly yawned, "Well, time for bed, shinigami. I want to be fully awake tomorrow as we track down that Death Note user."
"Mind if I watch some TV?"
"Mute," replied Shiki as he close the door behind him to his bedroom.
The shinigami laughed to himself, "So that's what those words at the bottom of the screen were for."



The sun's rays reflected off the parasol that Shiki sat under. Sipping his cup of tea, he examined the crowds of people walking through the busy street. His eyes quickly jumped from one person to another as to not attract any suspicion. This was also another skill of Shiki. He can fully examine an object with a quick glance and able to remember at least 90% of its details. Noting the untied laces on running shoes and the slight view of the bra were just many things he could see within a second.
The shinigami began to drool at the plate of donuts on the table as he leaned over on his chair.
"Don't let your drool fall onto the table or move your chair. I'm already taking a risk as it is letting you sit with me."
The shinigami looked up and wiped his drool, "Oh, don't worry. Things such as my excretions can't be sensed by any of the five senses you humans have. As for movement, well, I'll try my best, heheheh."
"Tch..."



Shiki interrogated the man early in the morning after he had woken up. He was surprised to find the plates licked so clean. He didn't think anyone would eat that stuff. It was just there as a decoration but it didn't matter to him. He was able to find out that he and another person were working together to kill off the other Death Note users.
"Why didn't you just write his name down?"
"I couldn't, I didn't know his name..."
"How did you know I was a Death Note user?"
"He just told me, so I followed his orders..."
Shiki slowly walked away from the man and took out his knife. He twirled it in his hand.
"And what does he look like? Any noticeable features?"
"He was heavily dressed up with a hood and everything so I can't say anything as if he's fat or skinny... Average size for an adult, I guess."
"I see, well, thank you for your time," he smiled and he turned around. "You lived out your usefullness. Your existence is a possible interference with my plans so die."
"But I told you everything I knew! In fact! I can help you! You see, I have a lot of skills you might want!"
"Well, then tell me your full name. I might consider it if you trust me well enough."
"I-it's Kevin Crody..."
Shiki took out the rolled up Death Note from his backpocket and opened it to a page with many other written names already. All of them had highly sophisticated deaths. He uncapped a pen with a hand, placing it within his hand as he began to write down his name.
Noticing Shiki writing something in the Death Note, his eyes opened profusely.
"W-wait! What are you doing!? Please! Don't!"
Shiki stopped writing and closed the notebook. They were both silent. The man couldn't do anything but count the seconds as he hoped that he spared him.
"43... 44... 45..."
Suddenly, Kevin broke free of his ropes at the expense of breaking his wrists. He opened the door behind Shiki and soon left the house. Taking out Kevin's Death Note, he proceeded to burn it with a lighter. His shinigami looked in shock.
"H-hey! You said that our Death Notes wouldn't be destroyed!"
Shiki's shinigami laughed, "Well, too bad. I never promised it."
Kevin's shinigami opened its wings, "Damn it. Now I have to get another one."
It phased through the wall and disappeare. Grabbing the plates, Shiki went to the kitchen as he closed the door behind him.
Washing the dishes, the shinigami laughed.
"Another one down. You're really good at this, you killed eight of them already. Two more and you win! Hahaha!"
"It's a shame. This target is probably the only person whom I might find interesting to kill," he washed the plates and left them to naturally dry on the dish rack.
"Well, as long as you don't die, I don't really give a damn."
Leaving the kitchen, Shiki grabbed his red coat. Taking out a cloth, he rubbed off the any fingerprints on his doorknob and left the house. The shinigami laughed as he followed closely behind him.



Shiki leaned back on his chair and tilted his head from shoulder to shoulder. His eyes skimmed through the crowd until he met a another pair looking back at his. As he turned back to his tea, thoughts raced through his mind. He lifted the cup of tea and sipped it again as he looked back a few times to make sure he wasn't hallucinating. His fan had long, golden hair mostly covered by a baseball cap and a small stature. He was first staring intently then it looked like he was shouting at empty air. Then he saw him raise a black notebook in the air and throw it on the ground.
"Cancel that cake for me, please," Shiki threw some coins on the table and threw on his coat.
The shinigami sighed, "Oh, come on, I was waiting for that cake! This place is famous for it, isn't it? Saw it on TV last night! Hey! Shiki! Man..."
Pushing his way through the crowd, Shiki kept his target in his sights. It was no mistake that he was the Death Note user. He didn't think it would be this easy but he expected resistance so he lowered his body to blend in with the crowd, hoping to surprise him.
The blond-haired boy noticed Shiki wasn't in his seat and began to look around feverishly. His body backed a little before he began to run into a nearby alleyway. Shiki made haste as he began to sprint through the crowd to quicken his pace. As he turned the corner, he saw the boy turn another corner. He took out his knife as a safety precaution and began to dash after him.
Shiki's knife was a single action OTF switchblade. It was very useful in situations such as this when chasing after a person. Carrying a regular knife would be troublesome and would cause unnecessary attention. As well, switchblade can't be seen easily until it's too late, giving Shiki a preemptive strike.
As Shiki closed in on his target, it turned around and pulled out a gun.
"Get away!" The boy pulled the trigger of his weapon three times.
The sound of the shots ringed through Shiki's ears. His reflexes kicked in and he quickly jumped to his left behind a garbage dumpster. As he heard the footsteps of the boy moving again, Shiki continued his pursuit.
As they turned multiple corners, the boy began to slow down and lose his breath, he turned to his back and shot his pistol until it ran out of ammo. He cursed to himself and continued running.
With the insurance that his target doesn't have anymore weapons to use, Shiki pocketed his knife and ran at his top speed. He jumped off the side of the wall and launched himself at the boy as he tried to turn another corner. Landing near him, Shiki grabbed the boy's ankle and tossed him into a stack of cardboard boxes.
His physical strength was above-average but it also helped that his target was light and weak. Standing up, he brushed his pants and walked towards the boy. As he scrambled to get out of the boxes, Shiki lifted him up by the collar and took the Death Note from him.
The boy's shinigami appeared before him as a faceless monster covered by many ragged cloths over it. Ignoring the shinigami, he threw the boy back into the pile of boxes and flipped through his Death Note.
"Hey, kid. That guy has your Death Note, you gonna do anything about it? He's gonna kill ya if you don't."
Hearing the emotionless warning coming from his shinigami, the kid promptly scrambled to his feet and jumped to grab what was his.
"I know, Jakre, shut up already!"
Shiki stopped his efforts with one hand as he continued to examine the contents.
"Tell me, kid, why did you get the shinigami eyes? They cut your life in half."
"It's so I can kill you, fucker!"
"Eh, a girl's voice? Trying to be tomboys here, now aren't we?"
Shiki lightened his push, allowing the girl to get closer to him. Moving his hand to her neck, he gripped the girl's neck and lifted her into the air.
"Tell me, do you know anything about a man that's heavily dressed? One that hides his identity really well?"
The girl grunted, "I don't know who the hell you're talking about."
As she tried clawing her way out of the grip, Shiki tightened it even more. Sighing, he tossed her to the ground.
"Hey, Jakre, your user is about to die. You okay with that?"
Giving little emotion, it replied, "Doesn't matter. She was a bad user anyway."
Shiki stomped his foot onto the girl's small body, "Mind telling me your name?"
"Shut up, you asshole!"
"Still talking back at me? Tch. Hey, shinigami. What's her name?"
Shiki's shinigami appeared beside the girl's shinigami, "Eh? You want me to tell you? That's cheating, isn't it? Sorry, no can do. We shinigami decided not to help our users other than give verbal advice on how to use the Death Note but nothing to the point of giving away names."
"Figured as much."
Jakre shook his head slowly, "We shinigami might be mischievous but when we gamble, we do it with honour."
Shiki's shinigami laughed out loud as he held his chest, "Oh, Jakre, you're a mouthful."
The girl struggled to her feet, feeling the pain all over her body. Shiki grabbed her hair and took out his knife.
"Look, I need to know your name. If you give it to me without any trouble, I'll give you a peaceful death. Otherwise, I'm going to have to use you as a tool."
Despite Shiki being a ruthless killer, he had a soft spot for any woman. He always gave them a peaceful death if they cooperated with him. But if they disagree, he would give them a brutal death instead.
"No way! Let me go!"
Shiki sighed yet again and threw her to the ground into a puddle. The dirty water splashed her clothes leaving a print of her bra into the shirt. He quickly patted her pockets and took out a phone.
"H-hey! That's mine!"
The girl got to her knees before being kicked down again, her face right into the filthy water. Shiki opened the flip phone and went through her contacts. Pressing the dial button, the sounds of each number being pressed became automatic. It was going to connect.
"Last chance, are you going to give me your name easily or do I have to find it myself?"
"You can suck it!"
"Heh."
The cellphone connected. On the other end was the sound of a yawning man.
"Congratulations, Shiki. Thank you for killing everyone for me. Gives me less trouble for having to go outside to do anything."
"What did you just say?"
"Heh, I guess you're confused. You can call me Jack."
"Are you the last Death Note user?"
"Depends, are you going to kill that girl? Or do I have to?"
Shiki looked over to the girl, she was still on the ground. He heard her crying quietly as she tried to get up but her legs throbbed badly.
"Go ahead, kill her. It's not like I care."
"Really Shiki? Killing an innocent woman?"
"What are the chances I would call you?"
"Changing the subject, eh? Well, it's pretty high considering all the numbers on her phone connect to me."
"And what would you get out of all this?"
"Your identity. Now that I know what you look like, it's going to be simple for me to kill you."
"Then you're around here?"
Shiki looked in his surroundings but it was nothing but brick walls. The exits led to another corner so there was no way Shiki wouldn't notice anyone. The only way was a satellite camera, a remote way to track him.
"Guessing from your silence, I guess you know a lot more."



"Are you wealthy by any chance, Jack?"
The man yawned. He stretched on his couch as he moved his finger across the trackpad. On his laptop showed a bird's eye view of Shiki using his phone. A man with a suit carrying a plate of snacks placed them infront of Jack and left silently.
Picking up the tea cup, he sipped it.
"Heh, and why would you want to know?"
"I heard another person there just come in and put a tray of tea on the table."
"Could be my mother? Who knows?"
Jack opened his Death Note. In it was a list of names with instructions for each one. Taking a pen out of a cup, he directed it to a girl's name with two blank spaces before another name was written. Looking at his watch, he began to write something down.



"You're really a pain."
Shiki put his knfie back into his pocket. This was bad for him. He didn't expect such a Death Note user to exist.

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Adding Value Explained Welcome to the adding value to your products section. You may remember we talked a little about this earlier in the sales letter writing sections, but we didnt quite go into the depth that I would have liked, so I saved it for here instead.
In this section well be talking about how to directly influence your sales through the addition of value for your products, ranging from offers, joint venture deals, consultation fees, bonuses and others. You see, its all about perceived value, and getting the most out of your product. Again, something we talked about in pricing strategies, was getting the price you think your product deserves and persuading people to buy it by stacking on reasons for them to do so, something once mastered, will push people over the edge again and again, pushing them over the edge by hitting the buy button on your site.
Most importantly of all, theres a lot of ways of pulling this off, and theyre forever changing, and marketers are coming up with more and more innovative ways to add value to their products. Its worth watching in fact, next time you find yourself reading through a sales letter or some ad copy, look at how they add value to their offer using things that arent directly related to the product itself. Watching how others do things on their sites is one of the most valuable cost free and pretty much effort free way of doing things you have in your arsenal, but it works extremely well. Keep that in mind all the time, not just throughout this section.
Come back here once you have got your product up and running if youre not working on that right now, because all of these are elements of a sales letter in some way or another, bar two. So lets get started. How about taking it from the top and starting with the most used and widely known and working down to the least widely used, and the new and innovative ideas.
Cut Off Dates
Cut off dates and limited numbers: A great place to start and really easy to slip into any sales letter for any product. The old cut off dates are probably the most widely used out of all of these methods, and they seem to still be working. All this requires is notification of your low price only being guaranteed until a particular date. These are great words to use, because if you do decide to extend the deadline, youll find that you can without causing a stir. Way too often recently Ive visited sites that say the price will be going up for sure on a particular date, but it never does, and the date magically moves forward each day. Not a good way to be doing business I can assure you. This is catering more to the impulse buyers rather than adding value, but I thought wed get that in there too anyway, as its worth a mention for sure.
Limited Numbers Done Right
Next up is the limited numbers method: Only allowing a limited number of people into the site at a particular time, or only allowing a particular amount of people to buy at a particular price. Again, quite widely used, and both catering to impulse buyers as well as adding value, depending on which method youre using. Now this one I especially like. One of my previous sites has this very system up and running, where I only let a few hundred members in at a time. Its a membership site of course, so re-occurring incomes all around for me, and it makes my members feel a little lucky. Some of them have even told me this themselves, and Ive had requests from my list on several occasions asking when a spot will become available because they really wanted to get in.
Now you might say that Im losing money on such a deal, only letting people in a small number at a time, but it really doesnt happen like that. The reason the limit was set in the first place was so that Id have time to start working on other projects and could run my other sites on autopilot, so you could say I discovered this one by accident. Dont forget that you can always raise and lower your limits if you do try this, which I highly recommend you do try, even if limiting numbers doesnt suit your situation, limiting numbers on a lower price, very likely will suit every situation, not to mention it always amazes me how far word of mouth travels about this.
Standard Testimonials
Next up is the hugely widespread and popular standard testimonial. Im only going to touch on this, because there really isnt a huge amount to say, and I highly doubt anyone out there has never seen one. A standard section of text either throughout your sales letter, down the side of your nav bar, on a separate page or a database of happy customers works without a problem and goes a long way to cementing in your customers minds that your product is good. This is especially true if the person or people writing are well known and respected in your field. Try to get in contact with at least one well-known, hand them your product for free, and request a testimonial for it.
Testimonials - But Better
Now, lets look at the slightly rarer audio testimonials. These cement value in your product even further and increase customer confidence no end. Ive personally looked at text testimonials before, and seen some major flaws that gave away to me, and proved without a doubt that they were faked. This pretty much put a big dent in what I thought of these things early on, and Ive even had people come to me and tell me they faked their testimonials in the past. Needless to say I wasnt happy about that. Granted, audio testimonials can be faked too, but its generally not something that pops into your head when listening compared to reading written ones, hence the big confidence booster and value adding of this method.
If you can get some audio testimonials, whether you ask people to call your answering machine and have them leave messages, or if youre able to record over the net through voice communications, its well worth it. The extra effort comes in and hits your customers with a massive boost to confidence resulting ultimately in more sales and resources for you and your business. Cant be bad.
The Ultimate Testimonial
Ok, seeing as weve done the audio and text thing with these testimonials, lets go all out, major bells and whistles professionalism with video testimonials. How often do you see streaming video testimonials up on websites? Not very often Id say. In fact at the time of writing this, Ive only seen two in my whole career, and they were great. Real people giving real accounts of using real products that worked. If any type of testimonial is going to add value to your products, its going to be this one. A simple idea developed into an all singing all dancing, hard hitting method that works.
The next best thing to video testimonials would be inviting these people over to your house to tell you how good the products are. I admit, this is taking things to an extreme, but with all the digital cameras floating around nowadays, and the ability to capture video through the net, and the larger hosting spaces starting to appear through the thought competition, it shouldnt be more than a little time consuming to get a few of these. Well worth it in my opinion. Taking testimonials to the max.
The Standard Bonus
Right, I think weve done about as much as we can with those testimonials, so moving on a little to bonuses. Standard bonuses. Nothing fancy really, all youre doing is offering up some sort of bonus with the purchase of the product, again adding value. Generally these are known as something directly related to your product, or even better, something that will benefit you as well as the customer getting it for free. How about putting together a small training series that allows the customer to give it away, building your reputation, as well as adding value on the initial sale? Or if youre really on a brainy one that day, how about putting something together that will make you money through educating the buyer? For example, give away an affiliate marketing course to your customers, helping them become better affiliates, allowing them to promote your stuff and make you money at the same time.
Bonuses - But Smarter
Its links like this that make up really clever bonuses, where on the surface they might just seem standard to other people that dont understand where youre coming from. Always try to put something together that will benefit you as well as the customer, whether its increased sales, a re-branded book packed with affiliate links or links to your product they can give away, or an educational tool that will assist your customer, and put money in your pocket at the same time.
In fact, while were talking about giving away bonuses to enhance your product, Ive even seen some really effective products that are just made up of a bunch of bonuses, with no real central product. Of course they have a central theme, and are all related in some way, but this is something to keep in mind for when youve been going a while and having a slow day. As long as all the products compliment each other, and are relevant, they can come together to make a whole new product and income stream for yourself.
Bonuses Done Right
Whilet were on this subject, please, please take note here, because if I see anyone trying to flog their product, thinking that an e-book entitled Doing business today, in the 60 is going to shift more of their products, I really might have to start wondering about peoples motives. Things like this wont add $500 to your price. In fact, let me tell you how serious this issue is. If you put a dodgy bonus together, or do this in the wrong way, you can devalue your product so much, that it becomes worthless, and you just wont sell any. Simple as that.
So heres a general rule for you. If youve really thought about it, dug about and tried to find something to add in as a good worthwhile bonus to try and tip customers over the edge and to have more of them buy your product, and you honestly cant find anything that fits the bill, go with nothing or create an original info product yourself. No bonuses are better than one that puts all your customers off. As obvious as that sounds, it seems to be occurring more and more often recently, which is strange, because of the sheer number of people that claim to know what theyre talking about that are teaching people what to do with online business nowadays.
Using the example above I want to demonstrate something to you now that also seems to have become a strange epidemic that pretty much makes me and everyone else I know click right off the website and go somewhere else when looking for their products, and thats when people take too much time and put in a little too much effort into adding value to one of their products. Or so they think anyway. Have a look at this one, how many times have you seen this recently?
Example: Get your hard hitting, intensive training course, entitled Improve Your Fishing, consisting of two CDs packed with audio and video, showing you all the tricks, tips and tactics in use today by some of the most successful fisherman in the world!. Order now and get this proven course worth over $2500 for a measly $300. In fact, Im so confident that its going to help you Im going to knock the price down further. You can get all this expertise in one place for an amazing $49.95. Order your copy now!
See where Im coming from? Dont get me wrong, theres nothing wrong with giving special offers to people who buy there and then catering to impulse buyers, and bargain hunters, or just to show people theyre getting a real good deal out of you, but from $2500 down to $49.95? Thats going over the top, and unfortunately just makes your product look like a defect. How would you feel if you walked into a store and saw a top of the range 62 plasma screen knocked down from $12000 to $200? I can tell you, your first reaction would either be Yeah right, this a joke, or even more likely s the catch? or s wrong with it?.
Remember when we talked earlier about increasing customer confidence in your products, and the whole idea of a sales letter is to squish all these problems and questions people might have with a product, while at the same time creating a want, and sometimes even a need for it. Do you see how adding too much value, too soon, or going really over the top can be detrimental? Where as you see it as giving the customers a bargain, theyre seeing it as another question in their minds. Another hurdle that they need to cross, or a question they need to find the answer to before they buy your product. Its everywhere nowadays. Discounts arent bad on their own, but in this type of circumstance, they are going to kill your sales. Most people dont even know why. If you didnt before, now you do. Dont make the same mistake.
Now one thing I dont want to do is let you think that there is only one bad way to add value (or completely remove value) from your products, because Ive seen it done over and over again in different circumstances. I was going to give you three examples here, but lets take the fishing example above as one, and Im going to give you two more, in totally different situations that will spoil your sales figures. Bear in mind these are real, live examples that are out there right now on the net.
Example one: The Only want your bonuses factor: I land on this pretty blue and white, professionally designed, well built website that immediately makes me smile (Just feels nice when something is presented like this). I proceed to read the sales copy which briefly tells me how I can get money-making tips for free if I sign up to their newsletter. I see links to back issues here too so Im not really put off by the thoughts of this being another poor excuse to send me ads. Then comes the standard, sign up today and get this freebie. Im happy, because it looks relevant to what I want to achieve. Now normally at this point Id just go and sign up, but this person decided to go the extra way to please me.
E-book 1, E-book 2, E-book 3, E-book 4, Software 1, Software 2, Software 3, Software 4,5,6,7 and so on. Now on the surface this might seem like adding value to the point of people not being able to refuse, but honestly, are people signing up to their free newsletter for the freebies or for the content? Again, at first glance getting more subscribers is good right? Well, not really. Not if none of them care about your content and just wanted your collection of fifty thousand e-books. Remember, its all about quality, not quantity, and this example shows exactly how you can add too much value to a free a product to your detriment in the end. Your quality suffers, so does your pocket, and youve totally wasted your time.
Example two: The Not sure what going on factor: Heres a good one that I see a lot of, and something else thats on the rise too. In fact, to be honest, I really think this one is our fault, its us selling these guides that tell you to sell your bonuses like theyre products themselves. This is correct information, but it can be taken too far.
Again, Im surfing around the net and land on a site that happens to be a money making op. Im not opposed to money making opportunities of course, and this one just happens to have a great headline that entices me to read further. The further I get down the sales letter the better it gets, until we hit the bonuses. E-book one, click here to read about this e-book (forwards me to a whole new sales letter), click here to read about this software (takes me to a whole new sales letter) and so on for three or four bonuses. By the time Im done, Ive been taken all over the place, have five windows open, read six sales letters which each try to sell me on to something else, and have trouble finding my way back to your sales letter. Its important to remember to add value using bonuses in a way which makes your bonuses seem like real products themselves, but never ever lose sight of what you want your website to do. Dont throw people off in different directions and have them read ten sales letters for different products. It just doesnt work like that. Again while you may think youre adding value, all youre doing is distracting and confusing your visitors. When people say sell your bonuses like a real product, they mean a few hard hitting paragraphs about how this compliments the main product and youre getting a heck of a good deal, or you cant get it anywhere else, or where its been proven etc. Dont go over the top, or again, youll be losing customers.
Just these two above examples (three if you include the fishing one) I see every single day, and the worst thing about it is, when people say to me, Why no sales from my site? and I tell them that parts of their bonuses sections are destroying their sales letter, I get strange looks and comments. See its like one of those little annoying mind puzzles, where the solution is so obvious people miss it, and I can tell they dont feel too proud about that, but no worries. Not a problem at all, as long as you learn from it and dont repeat the mistake youll do fine I tell them.
Now if youve read this far and are ultimately confused or lost as to what the heck you could possibly give as a bonus in addition to your product, or dont have anything to hand, dont worry. It doesnt have to be tangible at all. It doesnt have to be an old e-book (in fact, itd probably be beneficial if it wasnt an old e-book) it doesnt have to be a piece of software. Open your mind a little and think about other things you could offer to people along with your product. Are you respected in your field of expertise? How about a free one hour, no strings phone or video consultation with your customers purchase, or even a follow-up consultation to see how theyve done with the product youve just sold them?
This isnt such a hard thing to implement if you have the knowledge. Personally, I like my free time, and you wont get me talking to you on the phone about your business unless youve just deposited $500 into my account for the hour, and heck, youd have to know me pretty well and be in my good books to get me down to that price too. Immediately that adds value to this product without me even offering the consultations, because I can tell you now, it took a little longer than three hours to write this guide. This is something you can do too, and if you really wanted theres nothing wrong with going a step further and actually offering those consultations, maybe 30 minutes or an hour per customer free (depending of course on how many customers you plan to get per week. Be careful not to try to give 100 people a free three hour consultation every week).
You dont have to be in the business of selling guides and info about business to put any of this together. It doesnt matter what youre selling, you can use this method somewhere, whether its an hour free technical support, or a free 30 minute confidence builder to compliment your main product. Its totally up to you. Be imaginative, and hey, it might even lead to further consultations putting even more cash in your pocket. Again, a freebie helps your customers and you, not just your customers. An important factor, indeed, and a question you should be asking yourself when creating any value adding material. How does this help my customers and me? A Little Something Extra
Before we move on, theres two more ways Id like to talk to you about adding value to a product. This time, though, the bonuses well be offering arent directly related to the product, and arent necessarily given on the sales letter as most bonuses are. Its always nice to give the customer a little something extra, and this is one way to do that and again, as we talked about before, helping yourself as well as the customer.
The first example I want to talk about is adding an option for discounts related to your other products, either now, or in the future through a ticket system. A good way to do this is allow customers to add additional products to their shopping cart at a discounted price when they check out. Not only does it allow them something extra for a little less, but it allows you to make more sales at the same time, again, benefiting both you and your customer.
If this is the first product youre creating, it doesnt hurt to reward loyalty. How about giving them 10% off the next product they buy from your business? This might not seem like itll do much on the surface, but when you turn a first time customer into a long term customer that keeps buying from you again and again, this is adding value to your products at its finest, because it benefits you the most not just today, but far into the future, where your previous customers are picking up two, three, four, and even more of your products within a year.
And last, something thats rather underestimated and hardly ever used (at least through the products Ive purchased over the years anyway) is again, about rewarding loyalty. If for some reason you dont want to include particular bonuses on the sales letter, why not go for something a little different instead, and hit them with it after they buy the product. Granted, youre losing your additional sales power through presenting this on your sales letter, and instead handing it out after the sale, but let me assure you, if you do this, you will be remembered, and most importantly people will talk about you, and at the same time become long term, loyal customers of yours. Is there anything more valuable?
Above all, if you take nothing else away from this, I want you to remember one thing, and thats that nothing in business is set in stone. No rules that exist now will exist forever, nothing that works now will work forever. The same applies to everything written before you. Experiment, innovate, be different and you will be remembered, make wads of cash and get your name around, and who knows, in six months time you might just be sitting where I am now, typing out a report revealing the newest and most cutting edge marketing methods that youve that youve discovered throughout your journey.

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My life has never been a soap opera. It's been relatively uneventful. Before I went to college, the worst thing that ever happened to me is I didn't get my learner's permit on my first try. For a girl who lives outside of southern california and newEngland, I'm pretty spoiled. My family is an upper-middle class family in the heart of central Virginia. It's not exactly the most exciting place to live. In fact, it's downright dull. I wanted to make up a more interesting life for myself to people who would like me for it. I don't lie to people. Honesty is the most important thing to me. Trust is earned and valued. I had a good life with good friends but Iwanted some controversy in my life. I wanted my life to be more interesting. I know it's cliche, but be careful what you wish for. I don't regret the past three and a half years. I would do it all over again. They were the best of my life.
It all started in 2002 when I still had AOLand was allowed only 1 hour of internet a day. I would use it to go into the music chatroom on AOL and pretend to be someone else. Someone I totally made up, but whose life was far more interesting than mine. I didn't get too attached to it and found other things to do by the time I was a senior and we got rid of AOL and got comcast later that year. Ihad unlimited access to the internet but Iplayed neopets every chance II forgot about chatrooms and instant messenger until I went off to college in fall 2003. Freshmen couldn't have cars and I was a social recluse so there wasn't much for me to do but stay in my room. The internet was down for nearly a month because of a virus a freshman brought in with their new computer that ate its way through the routers. Once internet access was restored, however, I downloaded AIM and created a new persona for new people to love.
I called myself Blake, born on March 10, 1986, an 17 year old only child from Maryland who moved to Sacramento California just a couple years ago and loved Good Charlotte and Blink 182. I claimed I was so smart that Iskipped 9th grade. I made up some pretty outrageous things during the first few days to make myself appear worth knowing, because who would ever want to know Robin, an 18 year old college Freshman from Richmond, Virginia who never even left the country, let alone the East Coast. I was a boring person. Boring and ordinary. The first few days I used AIM and its chatrooms, Icouldn't tell the difference between music0 and music1, until a guy named Joe from Michigan told me to come into music0. I was already making friends. People liked me. I liked that. I should've stopped after a few days, but I got so attached that I would stay up all night and miss class so I could make up the sleep that I missed talking to Carrie, Michelle, and Joe the night before.

At first I was worried that Iwould be found out. That someone would track my IP or ask for pictures that I didn't have, or want to talk to me on the phone. It would've been easier that way; I could've just stopped getting online. I could've made a new screen name and I could've been honest. The drama that unfolded over the next few months certainly wouldn't have happened if Iweren't such an attention whore.
I developed a particularly close bond with a girl named Carrie, from New Jersey and one day she confessed to liking me a lot. So much so that it strained our friendship and caused her to lie to me that she was over it. It made talking a little easier but I tried to blow it out of proportion and milk the drama for all it was worth. I complained to as many people as I could about how appalled and hurt I was that she didn't think I deserved to know the truth, and that she couldn't be straight with her feelings about me. It made me sound a lot more trustworthy if I got that upset over someone else's lies.Iadded a twist to the whole situation by claiming to be in love with a girl named Jen, whom I called Smithifer. It was our own little e-triangle. It was some drama, but it wasn't enough. I told a select few people that I was experiencing kidney failure as a direct result of my diabletes I've had all my life.If I didn't get a kidney transplant, I had only 6 months to live. I figured I'd be over the chatroom and my new friends by then.
In my real life, I was experiencing college and living away from home for the first time. I have a desperate desire to please people and I have the hardest time saying no, so I joined a couple BIble groups that were just a waste of time to me. Ifinally couldn't take it anymore and resign myself to complete and total honesty, except on the intet because it's only the internet. It turned out to be my whole life for way too long.

Concerning my situation with Carrie and her unresolved feelings for me, Ibegan to confide in another Jen whom Icalled Jennifer for clarification. Joe began to confide in me about a girl named Ashley who was playing mind games with him and another guy named Shane. She ultimately chose Shane and Joe was crushed but she didn't stop there. She tried to steal Chris away from Lainey while she was still with Shane. And eventually, stole the first and so far only guy I've ever loved. I've never loved anyone more.

His name is Eric and we did not get along at all at first. We clashed over Ashley from the beginning.Even before he cheated with her on me. Carrie and I said what a horrible, heartless, selfish person she is, but he wouldn't listen. Ashley and my relationship was never officially defined as anything. We were nice to each other most of the time, in passing. But we never talked intimately after she thought I betrayed her by talking smack about her behind her back. Maybe that's why she stole my Eric away. But it wasn't until April 2004, only a few weeks after Eric and I decided to date because Ihad recently come out as being gay. Another twist in my internet fantasy life that would haunt me to this day.
Eric thought I was stupid and hyper and a clown. He didn't respect me because he didn't think I respected Ashley, who was still with Shane while she and Eric were gradually getting closer. But one day I said something intelligent and his whole perception of me changed. Since then we were inseparable. We did everything together in the chatroom. We had the same fonts and said the same things and liked the same music and had the same sense of humor. We even liked to annoy the same people. He defended me countless times to numerous people and lost a lot of friends because of it. But he was a pothead and that really bothered me. I tried to get him to stop by claiming that i would cut myself if he smoked weed. I also said that I had a history of mental illness and hospital stays. Apparently the drama with Carrie and Smithifer wasn't enough. I wanted more, and I got it.

Our relationship suffered the biggest blow yet when Lainey told me that Eric was cheating on me withAshley. I couldn't believe it. I was in total shock. I was sick to my stomach. I couldn't stop crying. I couldn't leave my bed for days. Eric had to have known what he was doing. He had to have known he was hurting me. I knew Ashley was a slut and a whore but I didn't think she'd ever had a reason to hurt me. It turns out, she didn't need one. But why did she hurt Shane? It wasn't the first time she took advantage of his good nature and faith in her. Eric's and my relationship, however, had another challenge: the chat's resident stoner, Ron. He was always trying to expose some scandal or secret but also pretended to be everyone's friend. He was definitely two-faced. I was always cared of him telling Eric how I felt and that I didn't trust Eric. Eric hated when Iconfided inRon because he didn't trust Ron, either. Eric wanted the whole mess he caused to go way and my talking to Ron just perpetuated it all. That's whenI realized that my emotions had overpowered my intelligence and logic.
I made Eric feel as guilty as possible as often as I could but I still wanted the whole mess to go away. I wanted to go back when Eric and I had no history with and no attachment to each other. I stumbled upon Ashley's livejournals and read anything I could find about her and Eric but somehow she knew I was lurking. She would come into chat from time to time and talk to random people there, but not any regs. I would just pretend I wasn't around and just read everything she typed. She made me shake and my blood run cold, even after almost a year since she and Eric were finished for good, when she visited him and was fat and ugly; completely different from the fake pictures she sent to everyone. When she came back into the chat for the final time and I saw her screen name after I woke up from my name, i just fell to my knees and sobbed into my mattress. Michelle was there to try to comfort me, but I had lost my mind by then. A few days later, I decided the torment was too great and decided to OD. My body puked up all the pills I took on an empty stomach but later that morning Iwas shaking and couldn't breathe well so my dad took me to the ER and I had to go to the loony bin for a day. I felt so terribly helpless that I wrote an 8 page letter to my doctor and she let me leave after only 24 hours.
It wasn't the first time that Ashley came back to torment me. She came back in October 2004, the first time I thought it was over. I couldn't stand it anymore; I couldn't see the two of them together so I stayed out of the chat and got into bed for several months until I came back home for Christmas break. One night, Eric IMed me, wanting to reconcile, claiming he was done withAshley for good. I believed him and came back to the chat on January 1, appropriately. But a few months later, as previously stated, she DID come back. He WASN'T done with her. And I broke down. She did get to see him, but he didn't want to be with her. They were finally over, but I was always suspicious and made Eric feel guilty every now and then, up until we stopped talking.

Once Eric finally got over Ashley, order was restored the the chat and she never came back. She ended up getting pregnant by some guy named Carl and her daughter will be 4 years old in September. the good times. The good times didn't last long, however. People started growing up and getting real lives. The music0 crew began to disintegrate. Max and Lainey invited me to the powerpuff girls chat where I met a whole new group of people with no sex bots. It was full of mostly arrogant scene kids under legal driving age but I met a kid named Josh who was really nice and fun and actually talked to me all night. Augie would show up from time to time as well. But once I left music0, I lost contact with Michelle, Shane, Carrie, and a lot of others. some had already left, like Joe, Melissa, Jennifer, Dan, and Nicole. n00bs were taking over and it wasn't the same. But neither was PPG. I still came into music0 for a while, until Eric had enough of the lies and secrets. I couldn't tell him the truth so Imade up another vague lie but it didn't suffice this time. Instead of telling him the truth, I decided to end our friendship. By the end of the summer in 2006, word had gotten around that I was the biggest fake in the history of the internet. But they still don't know who I really am. Cindy and Eric still made the occasional attempt to reconnect. But as the months and years wore on, their attempts came less and less often.

I decided that the best thing for me was to get back to the real world so I contacted several of my old high school friends and got together with them. I went to see Fall Out Boy with one of my friends whom I've known since elementary school. I even made some new friends and got a new boyfriend. One that I could talk to, not just in an IM window. I think of everyone less each day than I did the day before. Sometimes days, even weeks go by when I don't think of them at all, until a thought of them blindsides me on some idle afternoon or in the middle of the night. But lately I've been thinking about them a lot, even Ashley. I don't think I'll ever completely stop thinking about them, and I know I'll never forget them. But it's a lot easier to deal with the loss when I have a real life to fall back on.
With the help of Max, a hacker from Florida, I stole all her internet aliases from every imaginable program/site. I even found more of her online journals and took them over, too. I told Eric and he thought it was so funny and wanted to join in. I was so relieved because I thought he would be upset that I was still obsessing over Ashley. To this day, I still check her myspace to see if it's still private. I still look at Eric's facebook and myspace. I still see if Michelle has updated her livejournal. She's married now. I've saved chats, IMs, pictures, and drawings from everyone and they're on a CDin my room. I save the pictures I find onEric's facebook. I wonder if they still think about me or if I'm the only one who reminisces about music0. We had a lot of fun. A bunch of us would go into other chatrooms and scroll the star of David on multiple screen names for hours at a time. We played scrambler where the only answer I wanted to get right was Good Charlotte. I was so good at the states game and got so mad when I lost because of lag. I'd laugh so much with those people. I wish I still knew them.
Timeline:
February 2000 I finally get AOL
April 2002 I semi-often visit the music chat on AOL, pretending to be someone I'm not
October 2002 I get comcast cable internet
August 2003 I go away to college
September 2003 I pretend to be 17 year old Blake Randall from Sacramento, California
March 2004 I come out as being gay
April 2004 Eric and I are boyfriend and boyfriend
April 2004 Eric cheats on me with Ashley
May 2004 I find out
October 2004 Eric and I break up and I leave for a few months
December 2004 Eric wants to reconcile
January 2005 I return to the music0 chat
March 2005 Ashley returns and wants to visit Eric
March 2005 I go off the deep end and try to kill myself via overdose, and subsequently go to the ER
April 2005 to December 2005 I steal Ashley's myspaces, livejournals, greatestjournals, xangas, email addresses, and AIM screen names with the help of Max, the resident hax0r of music0
March 2006 Eric finally had enough of my lies and secrets but I still couldn't tell him the truth. We stop talking
April 2006 I try to contact old friends from high school
July 2006 I meet Patrick in REAL life and start dating him.
July 2006 to March 2007 Eric tries to reconcile but I couldn't face the truth and don't respond to his efforts
Sometime in 2007 the music0 crew disbands
June 2008 Cindy, an on again/off again chat reg gets a summer job with Eric at a summer camp and they begin dating
December 2008 Eric moves to Tampa to attend college with Cindy.

Eric We happened to find the music0 chat around the same time. So close together, in fact, that I don't know which one of us was there first. He likes hip hop and smokes a lot of weed so he and Ashley immediately formed a friendship based on common interests. He was my first and only e-boyfriend and he never considered us to be a real couple. I've never gotten over him and I don't ever want to forget about him
Ashley She was the chat's resident slutbag. She played Joe and Shane, tried to cheat on Shane once with Chris (who was dating Lainey at the time) and started dating Eric when she knew that he was with me. She's pretty much a heartless bitch.

Joe He's a little slow, but he has the best of intentions and a good heart. He left the chat not long after it came out that Eric was cheating on me with Ashley, whom Joe was planning to meet in Las Vegas in July 2004.

Shane I didn't know him very well for the first few months, but when we had heartache in common, we really bonded and he's the nicest, smartest guy I've ever met. He didn't deserve to get hurt like he did.He likes metal and hockey.
Chris He acted a lot older than he was. He had a tough guy, punk rock persona but it soon melted away and he showed that he's a sweet guy but doesn't warm up to new people easily. He was tested by Ashley just after he and Lainey started dating, but he resisted her.
Lainey She's the one who told me about Eric and Ashley. She always made sure everyone was alright and did whatever she could to make them feel better.

Jen/Smithifer I met her the very first time I was in music. It was her first time there, too. I don't know what it was that made us instantly click, but she was my first friend from the chat.

Jennifer She was my best friend in the chat, even though I didn't start talking to her until I needed someone to share my dramatic life with. She's a good listener and a genuine person. I could tell her anything and we would talk for hours.

Ron is unpredictable and not to be trusted but I wanted any kind of sympathy I could get from anyone who would listen so I confided in him when I had no one else, despite my better judgment. He was a shape shifter, and I could never tell if he was being serious or not so he made me really nervous.

Carrie she was the first one who showed me her pictures in chat and I was her little brother and she was my big sister. After our friendship changed, I liked to amuse myself by annoying her with Eric.

Michelle We didn't always get along until she told me about how poorly Ashley treated her, too. I felt sorry for her and saw that she really is a good, caring person. She sent me a birthday card she made for me. She was there the night I saw Ashley and Eric talking in the chat for the first time in months before Iwas sent to the loony bin. She was always the voice of reason.

Cindy she was 14 when I first met her. She liked Eric and she told me, so I appreciated her honesty. She said that she wouldn't go after him as long as I was still not over him. After I abandoned my friendships though, I shouldn't mind that they're dating but I do because I still want to be with him and now they're living together. I'm secretly hoping it won't work out, even though she has every right to date him. I don't deserve to get what I want.

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Nella
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Run Time: 33:32
This movie is like a nice day at the beach, or a day at home snug deep in a couch with a good book and cup of cocoa. Aside from all the hustle and bustle of other scenes you porn phreeks are accustomed to seeing here a PerfectGonzo, this GMP scenes with Nella is a comparatively quieter moment. Say, a slow night alone with the wife trying to be nasty, or your mistress or co-worker being a bit more naughty than she should, wanting you to watch.
Nella certainly does play the part well. Although you really wouldnt give her a secod glance should you pass her on the street, here in her fishnet thigh-highs and heels, and all those juices that flow out of her vagina are enought to keep you wanting more. She has the look of a casual one-nite stand, the manager youve always wanted to do from behind in the copy room or at the very least catch an upskirt glimpse of.
Anyway, the scene is pretty plain, Nella undresses, and proceeds to service herself with a lucky pink dildo for the entire movie! Nothing else at the end except Nella, her stockings heels, and the wet sticky silicon schlong. Thats it! No positions to rant and rave about or annoying cameramen sticking there heads or fingers out. Just Nella, wanting you to watch her please herself.
One thing to look out for when youre watching this scene is all the juice that Nella secretes. At one point it becomes absolute lather as she thrusts her pink little dildo that could in and out of her folds. Its wonderful to watch and absolutely invigoratingly arousing, in case some of you gents get a slouching viagra low.
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[i decided to repost this because i'm standing at a crossroads as i think many of us are...perhaps a catalyst is in order...]

*originally posted 5.2006*


we interrupt our regularly scheduled 'roots' programming to bring you a slice of reality...

death has struck upon my family's door once again. yet again, no one saw it lurking outside in the driveway, standing in its charcoal cloaking with its scythe in its hands. when the doorbell rang, i thought it was a friend stopping by for a visit. i was wrong. or was i?

either way, we had no way to prepare for it.

one of my best friends lost her father yesterday morning after a violent attack left him incapacitated following a stroke brought on by the attack. the reasoning behind the attack? inconsequential, cuz nobody deserves to go out like that.

our families were really like one big family. the kids grew up together and for a while, her father was like another father for me. i didn't see him much after her parents divorced but i still thought of him as a father figure. when i found out he died, i was in shock. i still am, really.

this will be the fourth funeral i attend this year. the fourth. in the previous four years i've only attended ONE funeral.

you ever feel like the more funerals you attend, the closer death is creeping towards YOU? i can't help but feel this way. i think it's because death has never really been all that far away from my family. my dad was killed when i was three. my mom was diagnosed with lupus when i was nine. i've always felt a sense of impending loss, like my life and the lives of those around me was really on borrowed time.

like every day at dawn i had to renew the loan of the seconds making up the span of my lifetime.

"hello! welcome to the the time bank. how can we help you?"

"i would like to borrow some time, please."

"time? what kind of time?"

"uh, the kind that will allow me to live longer. DUH."

"don't take that tone of voice with me, miss. you're a RISK. we might never see the repayment of our time before you kick the bucket. after all,

1. you're black, which means you're more prone to hypertension and other ailments that can cut your time short.
2. you're female, which means you're more likely to have your time stolen by heart disease than a man.
3. you're a bon bon away from being a fat cow, which means you're more likely to get diabetes. you know...that one there steals more time from our bank than people realize."

"hold up! i am NOT a fat cow you...you..."

"ma'am, i wouldn't finish that if i were you...YOU are here requesting a loan for time from US, remember?"

"yes, yes. just give me the damn time and i'll be on my way."

"before my bank is comfortable with loaning you this time, we need to learn a few things about you first."

"this is a black thing, isn't it? you're gonna turn me down cuz i'm black. you racist motha..."

"of course this is a black thing, ms. indigo! being a black female places you at a higher risk for all of the things mentioned previously as well as HIV. we could very well be wasting our time by loaning it to you. "

"whatever, dude. i won't even get into the discussion about how inherent socioeconomic inequality as established by a history of racism in america has contributed to my higher risk status. i don't have time for that. just tell me what you need so i can get my time and get out of here. as you can see by the hourglass right here, i'm down to a few granules..."

"ahhh yes. okay, let us get on with it then, shall we? what is it you plan to do with this time?"

"what do you need to know that for?? as long as its legal, which it is by the way, you don't need to know what i'm using it for."

"madam, it is our right to ask because it is our time you are seeking to borrow from us."

"uh...then can i get back to you on that one? i haven't really thought it out. right now i figure i'll just use it to stay alive for another day or so."

"but what do you plan on DOING with this 'day or so'? you cannot simply WASTE it! that would not be a good investment for us..."

"wait! i don't plan on WASTING it per se...more like just using the time to uh, figure out what i wanna do with the time i'll be requesting from you in the future."

"let me see if i understand you correctly...you are telling me you desire this time to contemplate what you plan on doing with the time you think you shall be getting from my bank in the future? what kind of bull-cocky is that??"

"bull-cocky? wait...is this an american bank? what american says bull-cocky???"

"do not insult me, miss indigo. as i have said previously, you have need of us more than we have need of you."

"not necessarily...if not for folk like me, your bank wouldn't even exist."

"this conversation is going off on a tangent and i have not got all day."

"DUH."

"i find no humor in your demeanor. let us review...you are going to use the time we loan you to figure out what you are going to do with future time. time that you are not even promised to have. that sounds like a wasteful endeavor to me, miss indigo."

"look...i'm almost OUT of time. if you don't hurry up and give me the damn loan i'm gonna die, therefore making the loan totally unnecessary!"

"hmmm...just one more question..."

"WHAT?!? what do you need to know??? am i a good risk? NO. i eat junk food and don't work out as much as i should. i'm a nico-nut and i don't get enough sleep at night. emotionally, i'm a wreck and have contemplated suicide on numerous occasions. i drive like a maniac and will dive into the deep end of a pool despite the fact i only know how to doggie paddle. i drive like a lunatic and work in an office building with asbestos in it. i have no clue on how to protect my heart from being broken and i'm always leaving my emotions out for people to trample upon. i have an addictive personality which means i'm a bottle of thunderbird away from being an alcoholic. i'm a braves fan, which guarantees i'm gonna get fucked up the ass without protection every damn year. now...ARE YOU SATISFIED???"

"just one more question, miss indigo."

"*sigh*...what?"

"do you want to live?"

"what kind of question is that you silly bank...GUY! of COURSE i want to live. that's kinda why i'm HERE BEGGING YOU FOR MORE TIME!"

"what you speak of is not necessarily living. what you want is to borrow time for the purpose of thinking about living. why ask for more time when you waste it on thinking about what you're going to do instead of using it to go out in the world and actually do it? what is the point of having more time when you spend it so carelessly? obviously it is not valuable enough to you for you to even make a request for additional time. am i concluding correctly?"

"that was more than one question, sir."

"ms. indigo, stop avoiding the issue. this is a matter of the utmost importance."

"whatever. isn't planning important, though? i mean, i can't act if i don't have a plan."

"yes, but how much time do you spend planning, miss indigo?"

"mister bank...whoever the hell you are...all i want is more time. that's all. my request is simple. why are you making this so difficult???"

"because, ms. indigo, our time is the rarest resource on the planet. it cannot be reproduced so we cannot expect to have it returned to us in its original form. we loan out time because it is what we do, but there is little, if any profit from it."

"what do you mean by that? you're a BANK. what kind of bank would exist without profit??"

"i said we make very little profit from it, miss indigo. time does no good in the world if it is not spent with great care and it is only when it is spent with care that we see the benefits from it. unfortunately, out of all of the time we loan out, only a small percentage of people actually use time to their advantage and the world's benefit. we have had to find a way to stay afloat with the efforts of this group of people, but i fear we will reach a point where we will no longer be able to loan out time and will instead be forced to loan out furniture."

"in other words, you need me, too."

"yes, miss indigo...we need you."

"I TOLD YOU! alright, alright! i'll spend it wisely. i'll eat healthier. i'll be more productive with my time. i won't waste it with people who don't value it. i'll try harder to protect myself from hurt. now GIVE ME THE DAMN TIME!"

"ms. indigo, please control your temper. here is the agreement. please read it carefully and sign and initial at the bottom."

i,, do hereby promise to pay back the amount of 86400 seconds in quality time with my family and/or volunteer work with a worthy charitable organization. i can also pay back this time in the act of taking care of myself and using each moment to help me reach my goals. if i fail to honor the terms of this agreement, i will burn in the fires of hell forever.

"don't you think that last part is just a bit harsh, mister bank dude?"

"i do not make the rules, miss. i just enforce them."


every morning i meet with that cat. every morning i sit with pen in hand, pondering whether or not i will commit myself to honoring my time by spending it wisely. i'm hard-headed. sometimes i have a sense of entitlement that has me believing i got plenty of time while at other times i have a sense of impending doom that has me believing i'll meet death with my next breath. or maybe it's that i know i don't have much time but i care too little about it to do anything about it. either way, death is out there in the shadows and i won't be able to elude him forever and he ain't delaying his introduction to me as i continue to waste time sleeping through life, dreaming about what i'm gonna do.

death is creeping closer still. i gotta stop taking these sleeping pills.

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If you are single and looking, you know how frustrating the "online" dating communities can be. You sign up, expecting to find at least a little bit of companionship, and instead you get 20 e-mails a day telling you that you've got a new letter from someone who doesn't exist. I have always seen this stupidity as well, bad business sense. Of course it works in the matter that people will pay their month membership fee at least once to stop receiving these letters design to build up hope for something better, while the writers in the end make it seem that they can be happy and find someone for $50/month! So I decided to do my best to give all these companies a run for their money! I have opened the world's first truly free online dating site! Thats right, you want to send someone a letter, it's free. You want to upload some good quality photo's of your-self, do it! As of right now we have every feature our big competitors have at the low low price of $0/month! We did decide to however to charge people to use our web-cam enabled chat rooms. This is merely $5/month. This is to pay for server costs, and up-dating the site with new features as often as possible. We are currently looking to build a forum for our members, and trying to someone to program a "phone" system. This system will give all our member a safe way to talk computer to computer instead of giving out their phone number to someone they really don't know, and you can get a new number at any time in case you come across that freak that no one wants to talk to! So come check us out at http://personals.bestdeals247.com/public_html/ make some friends, and possibly find that one person you are looking for.

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hi, I'm Kailey. I also like to demolition derby in the summer time and race my snowmobile in the winter. I am a hard working single mother to a wonderful little boy. I'm athletic and like all sports..i spend most of my time playing softball. I work hard, and am responsible and independent.
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To the relevant readers interested in ITIL version 3 Foundations Certification, here's a sample exam paper.

I recently cleared ITIL with a 100% and thought I would share some of the sample exam paper.

Hope you would find it useful.

Please subscribe to the blog and visit often as there will be more sample papers posted


QUESTION :1 Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
QUESTION :2. Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements of the organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
QUESTION :3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
Answer: D
QUESTION :4. Understanding customer usage of services and how this varies over time is part of which process?
TestInside EX0-101
A.Service Portfolio Management
B.Service Level Management
C.Component Capacity Management
D.Demand Management
Answer: D
QUESTION :5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT services
B.To ensure that sufficient capacity is provided to deliver the agreed performance of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
QUESTION :6. Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place
A.All of the above
B.2 and 3 only
C.1 and 2 only
D.1 and 3 only
Answer: D
QUESTION :7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
Answer: A
TestInside EX0-101
QUESTION :8. Major Incidents require:
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
Answer: A
QUESTION :9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
QUESTION :10. Which of the following is NOT a valid objective of Request Fulfilment?
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
Answer: B
QUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design standards
Answer: D

QUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer: A
QUESTION :13. Which Functions are included in IT Operations Management?
A.Network Management and Application Management
B.Technical Management and Application Management
C.IT Operations Control and Facilities Management
D.Facilities Management and Technical Management
Answer: C
QUESTION :14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
Answer: B
QUESTION :15. Which of the following should be supported by technology?
1: Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3: Creation and use of diagnostic scripts
4: Visibility of overall IT Service performance
A.2, 3 and 4 only
B.1, 2 and 3 only
C.1, 3 and 4 only
D.All of the above
Answer: D

QUESTION :16. Which of the following CANNOT be provided by a tool?
A.Knowledge
B.Information
C.Wisdom
D.Data
Answer: C
QUESTION :17. The BEST Processes to automate are those that are:
A.Carried out by Service Operations
B.Carried out by lots of people
C.Critical to the success of the business mission
D.Simple and well understood
Answer: D
QUESTION :18. Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
1: Identifying configuration of user desktop PCs when Incidents are logged
2: Control of user desk-top PCs
3: Create and use diagnostic scripts
4: Dashboard type technology
A.1, 2 and 3 only
B.All of the above
C.1, 3 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :19. Which of the following are the two primary elements that create value for customers?
A.Value on Investment (VOI), Return on Investment (ROI)
B.Customer and User satisfaction
C.Understanding Service Requirements and Warranty
D.Utility and Warranty
Answer: D

QUESTION :20. What is the Service Pipeline?
A.All services that are at a conceptual or development stage, or are undergoing testing
B.All services except those that have been retired
C.All services that are contained within the Service Level Agreement (SLA)
D.All complex multi-user services
Answer: A
QUESTION :21. What are the types of activity within Demand Management?
A.Activity based, Access Management
B.Activity based, Business activity patterns and user profiles
C.Analytical based, Business activity patterns and user profiles
D.Analytical based, Shaping user behaviour
Answer: B
QUESTION :22. Which of the following is NOT a purpose of Service Transition?
A.To ensure that a service can be managed, operated and supported
B.To provide training and certification in project management
C.To provide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resource requirements to manage a Release
Answer: B
QUESTION :23. Which of the following statements BEST describes a Definitive Media Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and
protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-ups are stored and protected
Answer: B

QUESTION :24. One organisation provides and manages an entire business process or function for another
organisation. This is know as:
A.Business Process Management
B.Business Function Outsourcing
C.Business Process Outsourcing
D.Knowledge Process Outsourcing
Answer: C
QUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?
A.Service Catalogue Management
B.Service Level Management
C.IT Service Continuity Management
D.Capacity Management
Answer: D
QUESTION :26. What is the BEST description of the purpose of Service Operation?
A.To decide how IT will engage with suppliers during the Service Management Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
QUESTION :27. Availability Management is responsible for availability the of:
A.Services and Components
B.Services and Business Processes
C.Components and Business Processes
D.Services, Components and Business Processes
Answer: A

QUESTION :28. Which of the following is a sub-process of Capacity Management?
A.Component Capacity Management
B.Process Capacity Management
C.Technology Capacity Management
D.Capability Capacity Management
Answer: A
QUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
Answer: B
QUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management?
A.To build, test and deliver the capability to provide the services specified by Service Design and that will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of related assets and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed service
Answer: A
QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?
A.Prepare for action
B.Define what you should measure
C.Where are we now?
D.Identify gaps in Service Level Agreement (SLA) achievement
Answer: B

QUESTION :32. Which of the following is NOT a FUNCTION?
A.Application Management
B.Service Desk
C.Incident Management
D.Technical Management
Answer: C
QUESTION :33. Which of the following BEST describes a Service Desk?
A.A process within Service Operation providing a single point of contact
B.A dedicated number of staff handling service requests
C.A dedicated number of staff answering questions from users
D.A dedicated number of staff handling Incidents and service requests
Answer: D
QUESTION :34. Which of these activities would you expect to be performed by a Service Desk?
1: Logging details of Incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Diagnosing the root-cause of problems
A.All of the above
B.1, 2 and 3 only
C.1, 2 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :35. Which of the following functions would be responsible for management of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D

QUESTION :36. Governance is concerned with:
A.Measuring and improving the efficiency and effectiveness of processes
B.Ensuring that defined strategy is actually followed
C.Reducing the total cost of providing services
D.Ensuring that agreed Service Level Requirements are met
Answer: B
QUESTION :37. A risk is:
A.Something that won't happen
B.Something that will happen
C.Something that has happened
D.Something that might happen
Answer: D
QUESTION :38. Which of the following BEST describes when a Known Error record should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be found
D.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case
of a recurrence
Answer: B
QUESTION :39. IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A.Refuse the request because they must operate the service to meet the agreed service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
QUESTION :40. Which process is responsible for recording relationships between service components?

A.Service Level Management
B.Service Portfolio Management
C.Service Asset and Configuration Management
D.Incident Management
Answer: C
QUESTION :41. A single Release unit, or a structured set of Release units can be defined within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
Answer: B
QUESTION :42. Which of the following might be used to define how a future Problem or Incident could be managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :43. Which process is responsible for low risk, frequently occurring, low cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
QUESTION :44. Which role is accountable for a specific service within an organisation?
A.The Service Level Manager

B.The Business Relationship Manager
C.The Service Owner
D.The Service Continuity Manager
Answer: C
QUESTION :45. Which of the following is NOT an aim of the Change Management process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of all Changes
C.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
System (CMS)
D.All budgets and expenditures are accounted for
Answer: D
QUESTION :46. Which of the following is NOT one of the five individual aspects of Service Design?
A.The design of the Service Portfolio, including the Service Catalogue
B.The design of new or changed services
C.The design of Market Spaces
D.The design of the technology architecture and management systems
Answer: C
QUESTION :47. One of the five major aspects of Service Design is the design of service solutions. Which of the
following does this include?
A.Only capabilities needed and agreed
B.Only resources and capabilities needed
C.Only requirements needed and agreed
D.Requirements, resources and capabilities needed and agreed
Answer: D
QUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B

QUESTION :49. What is a RACI model used for?
A.Performance analysis
B.Recording Configuration Items
C.Monitoring services
D.Defining roles and responsibilities
Answer: D
QUESTION :50. Which of the following models would be most useful in helping to define an organisational structure?
A.RACI Model
B.Service Model
C.Continual Service Improvement (CSI) Model
D.Plan, Do, Check, Act (PDCA) Model
Answer: A
QUESTION :51. Which of the following is NOT the responsibility of the Service Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
C.Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D.Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
QUESTION :52. Which of the following delivery strategies is described as, "Formal arrangements between two
or more organisations to work together to design, develop, transition, maintain, operate and/or support IT services"?
A.Outsourcing
B.Application Service Provision
C.Multi-sourcing
D.Knowledge Process Outsourcing
TestInside EX0-101
Answer: C
QUESTION :53. To add value to the business, what are the four reasons to monitor and measure?
A.Validate; Direct; Justify; Intervene
B.Report; Manage; Improve; Extend
C.Manage; Monitor; Diagnose; Intervene
D.Plan; Predict; Report; Justify
Answer: A
QUESTION :54. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?
A.Early Life Support
B.Service Test Manager
C.Evaluation
D.Release Packaging and Build Manager
Answer: A
QUESTION :55. What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources
Answer: C
QUESTION :56. Who owns the specific costs and risks associated with providing a service?
A.The Service Provider
B.The Service Level Manager
C.The Customer
D.Resources
Answer: A


QUESTION :57. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
Answer: C
QUESTION :58. Which of the following is MOST concerned with the design of new or changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Answer: D
QUESTION :59. Which of the following are benefits that implementing Service Transition could provide to the business?
1: Ability to adapt quickly to new requirements
2: Reduced cost to design new services
3: Improved success in implementing changes
A.1 and 2 only
B.2 and 3 only
C.1 and 3 only
D.All the above
Answer: C
QUESTION :60. Which of the following sentences BEST describes a Standard Change?
A.A Change to the service provider's established policies and guidelines
B.A Change that correctly follows the required Change process
C.A pre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of an audit
Answer: C

QUESTION :61. Which of the following are activities that would be carried out by Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs)
2: Evaluation and selection of suppliers
3: Ongoing management of suppliers
A.1 and 2 only
B.1 and 3 only
C.2 and 3 only
D.All of the above
Answer: C
QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Answer: D
QUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
QUESTION :64. Which of the following statements is CORRECT? An Event could be caused by:
1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration
Item (CI) being detected on the network
2: Normal operation, such as a user logging into an application or an email reaching its intended recipient
A.2 only
B.1 only
C.Both of the above
D.Neither of the above
Answer: C

QUESTION :65. Which of the following is the BEST definition of the term Service Management?
A.A set of specialised organisational capabilities for providing value to customers in the form of services
B.A group of interacting, interrelated, or independent components that form a unified whole, operating together
for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
QUESTION :66. Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners
Answer: C
QUESTION :67. "Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services".
These specialised organisational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers
Answer: B
QUESTION :68. The left-hand side of the Service V Model represents requirements and specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management implementation
Answer: A

QUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has started
to suffer. What imbalance does this represent?
A.Extreme focus on cost
B.Extreme focus on quality
C.Excessively proactive
D.Excessively reactive
Answer: A
QUESTION :70. What would be the next step in the Continual Service Improvement (CSI) Model after:
1: What is the vision?
2: Where are we now?
3: Where do we want to be?
4: How do we get there?
5: Did we get there?
6: ?
A.What is the Return On Investment (ROI)?
B.How much did it cost?
C.How do we keep the momentum going?
D.What is the Value On Investment (VOI)?
Answer: C
QUESTION :71. Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1: Allocate roles and responsibilities to work on CSI initiatives
2: Measure and review that the CSI plan is executed and its objectives are being achieved
3: Identify the scope, objectives and requirements for CSI
4: Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1
Answer: A

QUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service
Improvement (CSI) Model?
A.Implementing service and process improvements
B.Aligning the business and IT strategies
C.Creating a baseline
D.

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To the relevant readers interested in ITIL version 3 Foundations Certification, here's a sample exam paper.

I recently cleared ITIL with a 100% and thought I would share some of the sample exam paper.

Hope you would find it useful.

Please subscribe to the blog and visit often as there will be more sample papers posted


QUESTION :1 Which of the following questions does guidance in Service Strategy help answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
A.1 only
B.2 only
C.3 only
D.All of the above
Answer: D
QUESTION :2. Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements of the organisation
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
QUESTION :3. Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share
A.1 and 2 only
B.2 and 4 only
C.All of the above
D.1, 2 and 4 only
Answer: D
QUESTION :4. Understanding customer usage of services and how this varies over time is part of which process?
TestInside EX0-101
A.Service Portfolio Management
B.Service Level Management
C.Component Capacity Management
D.Demand Management
Answer: D
QUESTION :5. The MAIN objective of Service Level Management is:
A.To carry out the Service Operations activities needed to support current IT services
B.To ensure that sufficient capacity is provided to deliver the agreed performance of services
C.To create and populate a Service Catalogue
D.To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
QUESTION :6. Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place
A.All of the above
B.2 and 3 only
C.1 and 2 only
D.1 and 3 only
Answer: D
QUESTION :7. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A.Customer satisfaction score
B.Average number of daily Incidents managed by each service agent
C.Number of services in the Service Portfolio
D.Number of services deployed within agreed times
Answer: A
TestInside EX0-101
QUESTION :8. Major Incidents require:
A.Separate procedures
B.Less urgency
C.Longer timescales
D.Less documentation
Answer: A
QUESTION :9. Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A.1 only
B.Both of the above
C.2 only
D.None of the above
Answer: B
QUESTION :10. Which of the following is NOT a valid objective of Request Fulfilment?
A.To provide information to users about what services are available and how to request them
B.To update the Service Catalogue with services that may be requested through the Service Desk
C.To provide a channel for users to request and receive standard services
D.To source and deliver the components of standard services that have been requested
Answer: B
QUESTION :11. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A.The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B.Provision of a channel for users to request and receive standard services for which a pre-defined approval and
qualification process exists
C.Provision of information to users and customers about the availability of services and the procedure for
obtaining them
D.Provision of information used to compare actual performance against design standards
Answer: D

QUESTION :12. How many numbered steps are in the Continual Service Improvement (CSI) process?
A.7
B.4
C.6
D.11
Answer: A
QUESTION :13. Which Functions are included in IT Operations Management?
A.Network Management and Application Management
B.Technical Management and Application Management
C.IT Operations Control and Facilities Management
D.Facilities Management and Technical Management
Answer: C
QUESTION :14. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following
statements about the ITIL COMPLEMENTARY guidance is CORRECT?
A.It is also structured around the Service Lifecycle
B.It provides guidance to specific industry sectors and types of organization
C.It consists of five publications
D.It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
Answer: B
QUESTION :15. Which of the following should be supported by technology?
1: Verification of Configuration Management System (CMS) data
2: Control of user desk-tops
3: Creation and use of diagnostic scripts
4: Visibility of overall IT Service performance
A.2, 3 and 4 only
B.1, 2 and 3 only
C.1, 3 and 4 only
D.All of the above
Answer: D

QUESTION :16. Which of the following CANNOT be provided by a tool?
A.Knowledge
B.Information
C.Wisdom
D.Data
Answer: C
QUESTION :17. The BEST Processes to automate are those that are:
A.Carried out by Service Operations
B.Carried out by lots of people
C.Critical to the success of the business mission
D.Simple and well understood
Answer: D
QUESTION :18. Which of the following areas would technology help to support during the Service Operation
phase of the Lifecycle?
1: Identifying configuration of user desktop PCs when Incidents are logged
2: Control of user desk-top PCs
3: Create and use diagnostic scripts
4: Dashboard type technology
A.1, 2 and 3 only
B.All of the above
C.1, 3 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :19. Which of the following are the two primary elements that create value for customers?
A.Value on Investment (VOI), Return on Investment (ROI)
B.Customer and User satisfaction
C.Understanding Service Requirements and Warranty
D.Utility and Warranty
Answer: D

QUESTION :20. What is the Service Pipeline?
A.All services that are at a conceptual or development stage, or are undergoing testing
B.All services except those that have been retired
C.All services that are contained within the Service Level Agreement (SLA)
D.All complex multi-user services
Answer: A
QUESTION :21. What are the types of activity within Demand Management?
A.Activity based, Access Management
B.Activity based, Business activity patterns and user profiles
C.Analytical based, Business activity patterns and user profiles
D.Analytical based, Shaping user behaviour
Answer: B
QUESTION :22. Which of the following is NOT a purpose of Service Transition?
A.To ensure that a service can be managed, operated and supported
B.To provide training and certification in project management
C.To provide quality knowledge of Change, Release and Deployment Management
D.To plan and manage the capacity and resource requirements to manage a Release
Answer: B
QUESTION :23. Which of the following statements BEST describes a Definitive Media Library (DML)?
A.A secure location where definitive hardware spares are held
B.A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and
protected
C.A database that contains definitions of all media CIs
D.A secure library where definitive authorised versions of all software and back-ups are stored and protected
Answer: B

QUESTION :24. One organisation provides and manages an entire business process or function for another
organisation. This is know as:
A.Business Process Management
B.Business Function Outsourcing
C.Business Process Outsourcing
D.Knowledge Process Outsourcing
Answer: C
QUESTION :25. Which Service Design process makes the most use of data supplied by Demand Management?
A.Service Catalogue Management
B.Service Level Management
C.IT Service Continuity Management
D.Capacity Management
Answer: D
QUESTION :26. What is the BEST description of the purpose of Service Operation?
A.To decide how IT will engage with suppliers during the Service Management Lifecycle
B.To proactively prevent all outages to IT Services
C.To design and build processes that will meet business needs
D.To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
QUESTION :27. Availability Management is responsible for availability the of:
A.Services and Components
B.Services and Business Processes
C.Components and Business Processes
D.Services, Components and Business Processes
Answer: A

QUESTION :28. Which of the following is a sub-process of Capacity Management?
A.Component Capacity Management
B.Process Capacity Management
C.Technology Capacity Management
D.Capability Capacity Management
Answer: A
QUESTION :29. The group that authorises Changes that must be installed faster than the normal process is called the:
A.Technical Management
B.Emergency Change Advisory Board (ECAB)
C.Urgent Change Board (UCB)
D.Urgent Change Authority (UCA)
Answer: B
QUESTION :30. Which of the following statements BEST describes the aims of Release and Deployment Management?
A.To build, test and deliver the capability to provide the services specified by Service Design and that will
accomplish the stakeholders requirements and deliver the intended objectives
B.To ensure that each Release package specified by Service Design consists of a set of related assets and service
components that are compatible with each other
C.To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled
or backed out if appropriate
D.To record and manage deviations, risks and issues related to the new or changed service
Answer: A
QUESTION :31. Which of the following is step 1 in the 7 Step Improvement Process?
A.Prepare for action
B.Define what you should measure
C.Where are we now?
D.Identify gaps in Service Level Agreement (SLA) achievement
Answer: B

QUESTION :32. Which of the following is NOT a FUNCTION?
A.Application Management
B.Service Desk
C.Incident Management
D.Technical Management
Answer: C
QUESTION :33. Which of the following BEST describes a Service Desk?
A.A process within Service Operation providing a single point of contact
B.A dedicated number of staff handling service requests
C.A dedicated number of staff answering questions from users
D.A dedicated number of staff handling Incidents and service requests
Answer: D
QUESTION :34. Which of these activities would you expect to be performed by a Service Desk?
1: Logging details of Incidents and service requests
2: Providing first-line investigation and diagnosis
3: Restoring service
4: Diagnosing the root-cause of problems
A.All of the above
B.1, 2 and 3 only
C.1, 2 and 4 only
D.2, 3 and 4 only
Answer: B
QUESTION :35. Which of the following functions would be responsible for management of a data centre?
A.Technical Management
B.Service Desk
C.IT Operations Control
D.Facilities Management
Answer: D

QUESTION :36. Governance is concerned with:
A.Measuring and improving the efficiency and effectiveness of processes
B.Ensuring that defined strategy is actually followed
C.Reducing the total cost of providing services
D.Ensuring that agreed Service Level Requirements are met
Answer: B
QUESTION :37. A risk is:
A.Something that won't happen
B.Something that will happen
C.Something that has happened
D.Something that might happen
Answer: D
QUESTION :38. Which of the following BEST describes when a Known Error record should be raised?
A.A Known Error should not be raised until a temporary resolution or workaround has been found
B.A Known Error should be raised at any time that it would be useful to do so
C.As soon as it becomes obvious that a quick resolution of the Problem will not be found
D.Immediately following the Problem resolution, so a permanent historical record of all actions is retained in case
of a recurrence
Answer: B
QUESTION :39. IT Operations Management have been asked by a customer to carry out a non-standard activity,
that will cause them to miss an agreed service level target. How should they respond?
A.Refuse the request because they must operate the service to meet the agreed service levels
B.Make a decision based on balancing stability and responsiveness
C.Accept the request as they must support customer business outcomes
D.They should escalate this decision to Service Strategy
Answer: B
QUESTION :40. Which process is responsible for recording relationships between service components?

A.Service Level Management
B.Service Portfolio Management
C.Service Asset and Configuration Management
D.Incident Management
Answer: C
QUESTION :41. A single Release unit, or a structured set of Release units can be defined within:
A.The RACI Model
B.A Release Package
C.A Request Model
D.The Plan, Do, Check, Act (PDCA) cycle
Answer: B
QUESTION :42. Which of the following might be used to define how a future Problem or Incident could be managed?
1: Incident Model
2: Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Answer: C
QUESTION :43. Which process is responsible for low risk, frequently occurring, low cost changes?
A.Demand Management
B.Incident Management
C.Release and Deployment Management
D.Request Fulfilment
Answer: D
QUESTION :44. Which role is accountable for a specific service within an organisation?
A.The Service Level Manager

B.The Business Relationship Manager
C.The Service Owner
D.The Service Continuity Manager
Answer: C
QUESTION :45. Which of the following is NOT an aim of the Change Management process?
A.Overall business risk is optimised
B.Standardised methods and procedures are used for efficient and prompt handling of all Changes
C.All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
System (CMS)
D.All budgets and expenditures are accounted for
Answer: D
QUESTION :46. Which of the following is NOT one of the five individual aspects of Service Design?
A.The design of the Service Portfolio, including the Service Catalogue
B.The design of new or changed services
C.The design of Market Spaces
D.The design of the technology architecture and management systems
Answer: C
QUESTION :47. One of the five major aspects of Service Design is the design of service solutions. Which of the
following does this include?
A.Only capabilities needed and agreed
B.Only resources and capabilities needed
C.Only requirements needed and agreed
D.Requirements, resources and capabilities needed and agreed
Answer: D
QUESTION :48. Which of the following is a valid role in the RACI Authority Matrix?
A.Configuration
B.Consulted
C.Complex
D.Controlled
Answer: B

QUESTION :49. What is a RACI model used for?
A.Performance analysis
B.Recording Configuration Items
C.Monitoring services
D.Defining roles and responsibilities
Answer: D
QUESTION :50. Which of the following models would be most useful in helping to define an organisational structure?
A.RACI Model
B.Service Model
C.Continual Service Improvement (CSI) Model
D.Plan, Do, Check, Act (PDCA) Model
Answer: A
QUESTION :51. Which of the following is NOT the responsibility of the Service Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
C.Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D.Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
QUESTION :52. Which of the following delivery strategies is described as, "Formal arrangements between two
or more organisations to work together to design, develop, transition, maintain, operate and/or support IT services"?
A.Outsourcing
B.Application Service Provision
C.Multi-sourcing
D.Knowledge Process Outsourcing
TestInside EX0-101
Answer: C
QUESTION :53. To add value to the business, what are the four reasons to monitor and measure?
A.Validate; Direct; Justify; Intervene
B.Report; Manage; Improve; Extend
C.Manage; Monitor; Diagnose; Intervene
D.Plan; Predict; Report; Justify
Answer: A
QUESTION :54. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?
A.Early Life Support
B.Service Test Manager
C.Evaluation
D.Release Packaging and Build Manager
Answer: A
QUESTION :55. What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources
Answer: C
QUESTION :56. Who owns the specific costs and risks associated with providing a service?
A.The Service Provider
B.The Service Level Manager
C.The Customer
D.Resources
Answer: A


QUESTION :57. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A.Service Design
B.Service Transition
C.Service Strategy
D.Service Operation
Answer: C
QUESTION :58. Which of the following is MOST concerned with the design of new or changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Answer: D
QUESTION :59. Which of the following are benefits that implementing Service Transition could provide to the business?
1: Ability to adapt quickly to new requirements
2: Reduced cost to design new services
3: Improved success in implementing changes
A.1 and 2 only
B.2 and 3 only
C.1 and 3 only
D.All the above
Answer: C
QUESTION :60. Which of the following sentences BEST describes a Standard Change?
A.A Change to the service provider's established policies and guidelines
B.A Change that correctly follows the required Change process
C.A pre-authorised Change that has an accepted and established procedure
D.A Change that is made as the result of an audit
Answer: C

QUESTION :61. Which of the following are activities that would be carried out by Supplier Management?
1: Management and review of Organisational Level Agreements (OLAs)
2: Evaluation and selection of suppliers
3: Ongoing management of suppliers
A.1 and 2 only
B.1 and 3 only
C.2 and 3 only
D.All of the above
Answer: C
QUESTION :62. Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?
A.Service Operation
B.Service Transition and Service Operation
C.Service Design, Service Transition and Service Operation
D.Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Answer: D
QUESTION :63. Which of the following is the CORRECT description of the Seven R's of Change Management?
A.A set of questions that should be asked to help understand the impact of Changes
B.A seven step process for releasing Changes into production
C.A set of questions that should be asked when reviewing the success of a recent Change
D.A definition of the roles and responsibilities required for Change Management
Answer: A
QUESTION :64. Which of the following statements is CORRECT? An Event could be caused by:
1: An exception to normal operation, such as a device exceeding a threshold or an unauthorized Configuration
Item (CI) being detected on the network
2: Normal operation, such as a user logging into an application or an email reaching its intended recipient
A.2 only
B.1 only
C.Both of the above
D.Neither of the above
Answer: C

QUESTION :65. Which of the following is the BEST definition of the term Service Management?
A.A set of specialised organisational capabilities for providing value to customers in the form of services
B.A group of interacting, interrelated, or independent components that form a unified whole, operating together
for a common purpose
C.The management of functions within an organisation to perform certain activities
D.Units of organisations with roles to perform certain activities
Answer: A
QUESTION :66. Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners
Answer: C
QUESTION :67. "Service Management is a set of specialised organisational capabilities for providing value to
customers in the form of services".
These specialised organisational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers
Answer: B
QUESTION :68. The left-hand side of the Service V Model represents requirements and specifications.
What does the right-hand side of the Service V Model represent?
A.Validation and Testing
B.The business value that can be expected from a given service
C.Performance and capacity requirements of services and IT infrastructure
D.Roles and responsibilities required for an effective Service Management implementation
Answer: A

QUESTION :69. An IT department is under pressure to cut costs. As a result, the quality of services has started
to suffer. What imbalance does this represent?
A.Extreme focus on cost
B.Extreme focus on quality
C.Excessively proactive
D.Excessively reactive
Answer: A
QUESTION :70. What would be the next step in the Continual Service Improvement (CSI) Model after:
1: What is the vision?
2: Where are we now?
3: Where do we want to be?
4: How do we get there?
5: Did we get there?
6: ?
A.What is the Return On Investment (ROI)?
B.How much did it cost?
C.How do we keep the momentum going?
D.What is the Value On Investment (VOI)?
Answer: C
QUESTION :71. Order the following Continual Service Improvement (CSI) implementation steps into the correct
sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1: Allocate roles and responsibilities to work on CSI initiatives
2: Measure and review that the CSI plan is executed and its objectives are being achieved
3: Identify the scope, objectives and requirements for CSI
4: Implement CSI enhancement
A.3-1-2-4
B.3-4-2-1
C.1-3-2-4
D.2-3-4-1
Answer: A

QUESTION :72. Which activities are carried out in the "Where do we want to be?" step of the Continual Service
Improvement (CSI) Model?
A.Implementing service and process improvements
B.Aligning the business and IT strategies
C.Creating a baseline
D.

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